Senior Program Manager jobs in United States

The jobholder is responsible for the overall management of the Call Centre, ensuring agents follow the Group’s standards in recording customer satisfaction surveys and responding to customer needs and complaints. He/she drives the enforcement and enhancement of the Group’s culture of valuing customer feedback. This includes collating, analyzing, and communicating customer evaluations, complaints, and suggestions related to automotive sales and services to maintain and improve customer satisfaction, as well as following up on implemented changes.

1. Creates and updates the Call Centre “Knowledge Base” by documenting call scenarios, routes, solutions, and escalation levels to ensure a standardized, consistent, and efficient customer experience.
2. Supervises all written communications with customers (emails & faxes) to ensure responses are standardized and consistent.
3. Ensures all complaints are processed according to established procedures, validates closure with customers, and reopens complaints when necessary for resolution.
4. Coordinates with the Direct Marketing Specialist to communicate actions taken based on customer feedback to maximize satisfaction.
5. Monitors and investigates escalation processes, redefining them as needed in coordination with relevant Business Units.
6. Manages case priorities, categories, workflows, and resolution times, sharing insights with the marketing department about customer feedback and business responses.

Language Requirements:

• Arabic - Fluent / Excellent
• English - Fluent / Excellent

• Own a Car: Any
• Have a Driving License: Any

Qualification: 3 years university degree

Experience: 3+ years as a Call Centre Supervisor or Customer Research Specialist, with strong experience managing diverse teams; preference for Call Centre Supervisors.

Knowledge and Skills:

• Strong command of MS Office
• Fluent in written and spoken Arabic and English
• Self-discipline, organization, delegation, and team motivation skills
• Attention to detail
• Analytical and problem-solving skills
• Conflict management skills